Monitoring Center Supervisor

WAYNE ALARM SYSTEMS

Monitoring Center Supervisor

Life-safety response | Customer care | Calm decisions when they matter

Wayne Alarm Systems is looking for a strong, hands-on Monitoring Center Supervisor to lead an assigned shift within our Monitoring Center.

This is a frontline leadership position for someone who is comfortable making decisions, coaching employees, holding people accountable, and staying actively engaged in a fast-paced environment. Our Monitoring Center plays a critical role in protecting our customers, and we are looking for a leader who understands the importance of life safety, exceptional customer service, teamwork, and accountability.

As a Monitoring Center Supervisor, you will be responsible for the overall success of your assigned shift. You will:

• Actively manage the Monitoring Center and maintain awareness of what is happening throughout your shift.

• Ensure operators are engaged, productive, and following established procedures.

• Step in during high-volume periods, escalations, or challenging customer situations.

• Coach employees through regular feedback, 1:1 meetings, phone/voice reviews, training, and retraining.

• Recognize strong performance while addressing performance or conduct concerns when expectations are not being met.

• Hold employees accountable for attendance, professionalism, productivity, quality, and policy compliance.

• Conduct corrective and disciplinary conversations when necessary and complete appropriate documentation.

• Support new-hire training and continued development of existing employees.

• Communicate staffing concerns, performance trends, and operational issues to Monitoring Center management.

• Participate actively in leadership meetings and L10s and follow through on assigned action items.

• Maintain advanced knowledge of our monitoring systems, procedures, protocols, and customer service expectations.

• Complete and maintain required training and certifications, including requirements associated with TMA Five Diamond standards.

• Work collaboratively with other supervisors, managers, Database, Customer Service, and other departments.

• Are a hands-on leader who is comfortable being present and engaged with your team.

• Naturally take initiative instead of waiting to be told what needs to be done.

• Can read the room, recognize problems early, and take appropriate action.

• Are comfortable making decisions in a fast-paced, life-safety environment.

• Can remain calm and professional during high-volume or stressful situations.

• Are willing to have difficult conversations and hold employees accountable.

• Can coach an employee while still maintaining clear expectations.

• Communicate clearly and professionally with employees, customers, peers, and management.

• Have strong customer service skills and can teach those skills to others.

• Follow through on commitments and take ownership when something goes wrong.

• Are comfortable receiving feedback and continuously developing yo

• Our Monitoring Center operates in a fast-paced environment where priorities can change quickly. Alarm volume can increase unexpectedly, staffing challenges happen, customers may be upset, and employees will look to you for direction.
• There will be times when you need to answer calls, process alarms, assist an operator, handle an escalation, address an employee issue, adjust staffing, coach someone, and make an important decision—all within the same shift.
• You are expected to know what is happening in the room and take action without waiting for management to identify every issue.
• You will also be expected to have difficult conversations. Leadership means recognizing great performance, but it also means addressing attendance, behavior, quality, productivity, and performance concerns consistently and professionally.